Terms and Conditions
1. The Company And You
1.1 This website www.italiantouchinsurreyandaround is owned and operated by Italian Touch by Francesco Palumbo . Registered Office: 147, Hackney Road London E28JL England.
1.2 References to ’you’ are to you, the customer who is dealing with Italian touch by Francesco Palumbo.
1.3 If you have any queries about these Terms & Conditions of Sale, please email Customer Services at italiantouchinsurrey@gmail.com.
2. Orders and Deliveries
2.1 Order Acceptance Policy – All orders requests received are subject to acceptance by Italian touch by FP, and any of its personnel reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
2.2 Timing of Your Order – orders placed before 3pm for delivery within 3-4 working days. Our cut-off for that day is 3pm. Orders placed after this time will be processed the following day. Italian touch by FP reserves the right to postpone delivery day without prior notice.
2.3 Changes to your order – If you wish to change your order, please do so by contacting us at italiantouchinsurrey@gmail.com. We’ll always do our best to make last-minute changes for you, but we can only guarantee changes that are requested by 2pm of the day the order has been placed. The order has to be considered changed once the Customer Service team confirms the order change with you.
2.4 To ensure deliveries are made efficiently, you must select one of the available delivery instructions, which can be seen at checkout. Custom notes can be added that complement the instructions, e.g. gate code. If you require additional delivery support, please contact our customer services within 24 hours of your purchase.
2.3.1 Our products will aim to specify the minimum shelf you shall receive within each product page. All of our products are made fresh, and they are posted in the same day they arrive from Italy, but you can expect the specified product shelf from the date of delivery. While we try our best to give you an accurate estimate of a product’s typical shelf life, due to the nature of fresh produce, we cannot guarantee that a product will stay fresh for the typical shelf life displayed.
2.4 Delivery Destinations
2.4.1. We regret that we can only take orders online for deliveries within the United Kingdom. Due to the complexity of delivering fresh produce and matrix delivery pricing via third parties we are unable to have standardised quotations and availability for deliveries outside the UK. However we pride ourselves in customer service so if you wish to purchase produce for delivery outside the UK please contact us on italiantouchinsurrey@gmail.com or call 07312539563 with the details of your order and address and we will be able to send you an accurate quotation within 4 working days.
2.4.2. Please be sure to check local restrictions and duties payable prior to purchasing, as we are unable to cover these on behalf of customers. If you have a question about delivery outside of the UK and Channel Islands, please call Customer Services on 07312539563.
4. Returns Policy
4.1Freshness – Our products are sent out in insulated packaging to ensure they remain fresh. If the food we deliver to you does not seem fresh, please contact our Customer Support team at italiantouchinsurrey@gmail.com to let us know. If, at our sole discretion, the food does not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the un-fresh food within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
4.2 Damage – While our products are packed carefully to ensure it arrives in perfect condition, on occasion (and for reasons beyond our control) damage may in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount paid for the damaged items within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
4.3 Non-Delivery – While we do everything we can to make sure your orders are delivered, sometimes mistakes do happen and deliveries don’t arrive. If we fail to deliver your order we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount paid within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount on your card.
4.4 Returns – Due to the perishable nature of our products, we are unable to accept returns. We offer our customers refunds or replacement delivery if our orders are not delivered to an acceptable quality, as detailed above.
Please contact Customer Services at italiantouchinsurrey@gmail.it or 07312539563 for advice and information on returning products to us.
4.5 Inspecting your goods – You should inspect all purchased products upon receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us upon receipt that there is a problem immediately (within 24 hours of receipt) or you cancel the order (by 2pm on the day the order was placed) in accordance with your cancellation right (see below) and/or you return the goods in accordance with our Returns Policy if such return is permitted. If you fail to take such action, we are not obligated to accept any rejection by you of the merchandise at a later date. Your statutory rights are not affected.
In the event that items listed on the Delivery Note do not match those contained in your parcel; or goods are received damaged or faulty in any way, please notify us immediately (within 2 working days of receipt) by calling Customer Services on 07312539563 or italiantouchinsurrey@gmail.it